The Call Center Associate promotes a culture of safety, hospitality, service, honor, and respect among our homeless guests, our staff, and volunteers, for the purpose of furthering the vision and mission of the St. Vincent de Paul Society. The Call Center Associate is responsible for answering phone calls and emails to provide our donors with an appropriate date and time to pick up merchandise. The Call Center Associate is responsible for scheduling and routing pickups daily. The Call Center Associate is also responsible for ensuring that callers are forwarded to the correct department to ensure that their questions are answered by the correct department. This individual works with the Production/Logistics Manager to ensure that donors are taken care of in a timely manner. Essential functions Responding to incoming calls and emails from customers/donors. Ascertaining that critical issues are escalated to the supervisor or management. Recognizing ongoing customer call trends, acting on them, and communicating the situation to management. Transferring calls to the appropriate department. Following “call center” scripts when handling different topics. Scheduling donation pickups per zip code while ensuring information obtained from donors is accurate. Routing pickups to obtain optimal use of time. Responding efficiently and accurately to callers, explaining possible solutions if needed. Engaging in active listening with callers, confirming or clarifying information. Maintaining communication equipment by reporting problems. Maintaining inventory of production/store supplies. Handle problems fairly and professionally. Always enforce policies and procedures. Acting in compliance with the Code of Ethics at all times. Complying with the strict policy of confidentiality in all matters related to customers, donors, and co-workers. Ensure the work environment is always safe and clean. Consults the Production/Logistics Manager regarding all concerns and/or decisions outside of normal and usual responsibilities. The Call Center Associate makes decisions that are routine in nature and follows established rules and procedures.